Bahçeşehir University waterfront campus beside the Bosphorus
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Bahçeşehir University

OverviewLocationsCategoriesComplaintsAnalyticsMethodology

Methodology

Reading alcove in a Bahçeşehir University library
Reading room, Bahçeşehir University
How feedback reaches ShowcaseCategories and the location hierarchyExpected and experienced ratingsService shortfall and the service-quality gapAnalyst-classified recurrenceMissing ratings, sample size, and what the counts are not

How feedback reaches Showcase

A student confirms or selects a location, writes a short complaint, and may answer the expected and experienced rating questions. An analyst later classifies the submission. Showcase reads the approved reporting snapshot only. It does not classify, approve, or reject anything, and it does not show submissions that are still waiting.

  1. 01

    Student

    Confirms the place, writes the complaint, and may add both ratings.

  2. 02

    Analyst

    Assigns the category, issue history, and service characteristic.

  3. 03

    Showcase

    Reads the approved snapshot and keeps the same definitions on every page.

Categories and the location hierarchy

Locations are read as campus, building, floor or zone, and the complaint place. An exact-location QR identifies the place. A floor or zone QR asks the student to choose one of the places connected to that QR. Categories run from main category to subcategory to an optional specific issue. The analyst assigns that classification. Other / Unlisted is a separate group for complaints without a saved place, not a room that was invented here.

  1. 1Campus
  2. 2Building
  3. 3Floor or zone
  4. 4Complaint place
  1. 1Main category
  2. 2Subcategory
  3. 3Specific issue, when one was assigned

Expected and experienced ratings

Both questions use a 1–5 scale. Expected is what the student thought the service should be. Experienced is what they reported receiving. A comparison uses only complaints that answered both. A missing answer stays missing.

Expected

5

The service the student expected, on a 1–5 scale.

Experienced

2

The service the student reported, on the same 1–5 scale.

Service shortfall and the service-quality gap

Expected score minus experienced score. Positive means service fell below expectation. This is not the stored service-quality gap. Experienced score minus expected score. A stored gap is never shown as a shortfall. The two numbers are opposites of each other. Shortfall is what the dashboard averages. The stored gap is kept distinct and is never relabeled as shortfall.

Service shortfall

5 − 2 = +3

Positive means the experience was below the expectation. This is the number the charts average.

Service quality gap

2 − 5 = −3

The stored gap uses the opposite subtraction. A gap of −3 is the same pair as a shortfall of +3, and it is not shown as the shortfall.

Analyst-classified recurrence

Issue history is one of New, Repeated, Recurring, or Persistent when an analyst assigns it. The dashboard groups those labels. It does not decide that a place is recurring because several complaints mention it.

  • New
  • Repeated
  • Recurring
  • Persistent

Missing ratings, sample size, and what the counts are not

Paired averages leave out any complaint that is missing either rating. Those gaps are not filled with zero. Every average is shown with the number of pairs behind it, because a small sample can move the figure. Complaint counts are not divided by footfall, occupancy, or any other traffic measure. A busy place can appear often without that meaning the rate is higher.

ComplaintExpectedExperiencedIn the average?
A52Yes. Shortfall +3.
B4—No. The missing rating is not zero.
C33Yes. Shortfall 0.

The paired average of A and C is (3 + 0) / 2 = 1.5, from 2 pairs. Complaint B still counts in the complaint total.